Case study Water regulatory authority Rijn & IJssel

The water regulatory authority Rijn & Ijssel was looking for a solution to have a better accessibility for internal and external callers. They wanted a better technical interference and an accessible service by using just one phone number, for in and outside office hours.

Old situation
External
If a customer tried to call outside of the office hours the call was automatically transferred to the 2 phone numbers off the calamity managers. They would call the working employee of the right department  and request that they would call back the customer.
Internal
It used to be really difficult to contact someone from a different department outside office hours because it wasn’t really clear who was working. Also changing from duty was very difficult, not everyone would know about this change. This costs a lot of time and money.

New situation
External
If a customer would call outside of office hours they will be answered by automatic phone system. It will come up with 3 options;
Do you have a complain or notification about water quality/amount , bridge controls, or the sewers?
Depending on your choice is you’ll be transferred to the right employee in the right department. You’ll directly speak to the right person.
Internal
If an employee want to call to a different department the system will check who’s working and he’ll automatically be transferred to the working colleague of the chosen department.

Working
All departments need to enter working schedule Depending on the choice in the menu or the chosen number the system will select the right schedule and phone number  to transfer the phone call to. If an employee doesn’t answer the schedule has 2 alternative phone numbers  to try. Some of the departments will ask for a zip code.

Benefits
The phone will always will be transferred to the right department and employee. Customers are helped quickly  and efficient.
Employees can easily reach each other without knowing who’s on duty, within or out of office hours.
No time will be lost in searching for the right employee, and no unnecessary transfers will be made.

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